Yossi Abraham
How Healthcare Providers Can Stop Losing Thousands Of Dollars To No-Shows
No-shows cost thousands in revenue, reduce accessibility, and lower productivity — here’s how to stop them. Patients have a lot on their plates. Doctors do too. Fitting necessary appointment times into everyone’s schedule is one of the most important challenges facing any healthcare provider. Scheduling...
On Demand Expectations: The Next Generation’s CX
How smartphones and instant gratification have transformed customer expectations and created a new way forward for CX innovation. Our modern culture has developed a need for speed that has quickly embedded itself across industries. An entirely new workforce has emerged. The work-on-demand “gig economy” has...
Humans and Robots Should Work in Harmony
Automation technology like RPA is transforming repetitive customer care tasks, but businesses shouldn’t forget about the importance of human agents Automation technology has been transforming customer care for years. With recent advancements in Robotic Process Automation (RPA), Natural Language Processing (NLP), and Artificial Intelligence (AI)...
Key Insights From Customer Contact Week 2018
The annual Customer Contact Week (CCW) conference highlighted a bright future but lacked a consistent direction especially for small and medium-sized business looking to improve today In June I enjoyed an interesting conference with several industry leaders at Contact Center Week in Las Vegas. The...
Enterprise Analytics Isn’t Just About Big Data
A guide to understanding the three key phases of data analysis. I love numbers. Throughout my career, I focused on data and statistics to pinpoint the most critical areas for improvement for my teams. That’s why I enjoy the growing business trend spotlighting customer service....
How Innovative Visual IVR And RPA Are Automating HR And Driving Efficiency
Visual IVR and Robotic Process Automation work in tandem to free up contact center agents to handle more value-added employee interactions Visual IVR and Robotic Process Automation are changing how employees interact with Human Resources, freeing up HR call center agents to focus on more...
Self-Service Capabilities and Jeff Bezos’ Customer Obsession
How innovative technology can satisfy even the most passionate CEO’s obsession. I like to read – books, articles, posts. As President of Zappix, it’s important for me to stay on top of industry trends, customer needs, and our employees' perspectives. A little while ago, I...